Senior Support Analyst
About The Position
The Ontario Cannabis Store (OCS) is seeking a Senior Support Analyst to join their Enterprise Support team within Service Management. This role is crucial for supporting all OCS systems by providing subject matter expertise and second-level support for incidents and requests, including extended-hours support. The Senior Support Analyst will also be involved in defining requirements, documenting user interfaces, and developing support processes and standard operating procedures (SOPs) to ensure the effective and reliable operation of enterprise systems. The position is located in Toronto, ON, and is a permanent, full-time role with a standard work week of 36.25 hours. Rare travel within the GTA may be required.
Requirements
- Relevant post-secondary education coupled with a minimum of 2 years of relevant experience in IT support.
- 2+ years of experience providing Level 2 IT support is preferred.
- Excellent technical skills in Shopify Admin and Dynamics 365 systems (CRM, Finance & Operations, and OMS).
- Excellent technical skills in ServiceNow and Microsoft Excel.
- Proven technical experience working with very large datasets from multiple sources.
- Demonstrated critical-thinking skills, with the ability to analyze complex customer issues, identify root causes, and use sound judgment to determine effective solutions in real time.
- A self-starter with strong attention to detail and excellent organizational skills.
- Knowledge of backend IT processes supporting ERP, eCommerce, and supply chain management systems.
- Experience escalating and communicating with external vendors regarding incidents, projects, and day-to-day maintenance activities.
- Exceptional experience diagnosing issues and conducting root cause analysis in a support environment, with subject matter expertise in ERP systems (Dynamics 365) and front-end eCommerce platforms (Shopify).
Nice To Haves
- Experience with Agile delivery methods is considered an asset.
Responsibilities
- Utilize critical thinking to support OCS's range of systems while collaborating with IT teams and business units.
- Provide Level 2 support and subject matter expertise for all OCS systems during incident responses and as required.
- Apply advanced knowledge of Dynamics 365 Finance and Operations to support business and operational needs.
- Implement change requests and incident resolutions into production environments.
- Administer and maintain user access to production systems.
- Create and maintain project artefacts, including requirements specifications, UML diagrams, and UI prototypes throughout the project lifecycle.
- Develop and maintain troubleshooting guides and standard operating procedures (SOPs) to support production systems.
- Analyze, diagnose, and test solutions across all supported systems.
- Drive the definition of service level agreements (SLAs) and other key support deliverables in collaboration with stakeholders.
- Act as a key stakeholder and subject matter expert representing the Service Management team on major projects.
- Participate in all stages of the project lifecycle to ensure solutions meet business and support requirements.
- Provide expertise and guidance to IT and business teams on projects, incidents, and new standard operating procedures.
- Contribute to the continuous improvement of departmental processes and procedures.
Benefits
- Accessible, equitable and inclusive candidate and employee experience
- Reasonable accommodation throughout the recruitment process and in employment
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
